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Functional Manager information

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$43.7K

$79.9K

$125.7K

How much do functional manager jobs pay per year?

As of Sep 11, 2026, the average yearly pay for functional manager in Maryland is $79,861.00, according to ZipRecruiter salary data. Most workers in this role earn between $74,200.00 and $91,200.00 per year, depending on experience, location, and employer.

What is a functional manager?

Functional Managers are professionals responsible for overseeing and managing a specific department or function within an organization, such as finance, marketing, or human resources. They focus on ensuring their department operates efficiently, meets organizational goals, and aligns with company policies. Functional Managers typically supervise staff, allocate resources, and coordinate activities within their area of expertise. They also play a key role in setting departmental objectives and evaluating employee performance.

What are the key skills and qualifications needed to thrive as a functional manager?

To thrive as a Functional Manager, you need strong leadership abilities, domain expertise in your functional area, and a solid educational background, often with a relevant bachelor's or master's degree. Familiarity with project management tools, ERP systems, and process improvement methodologies like Six Sigma or Lean is commonly required. Excellent communication, problem-solving, and team-building skills help you motivate staff and collaborate effectively across departments. These skills ensure you can drive operational efficiency, meet organizational goals, and foster a high-performing team environment.

How does a functional manager typically collaborate with cross-functional teams within an organization?

A Functional Manager often works closely with cross-functional teams by coordinating resources, aligning departmental goals with broader organizational objectives, and facilitating communication between different departments. They act as a bridge, ensuring their team's work integrates smoothly with other units such as project management, product development, or operations. Regular meetings, status updates, and collaborative planning sessions are common practices that help maintain alignment and address any challenges promptly. This collaborative approach not only supports project success but also develops leadership and communication skills valuable for career progression.

What is the difference between Functional Manager vs Project Manager?

AspectFunctional ManagerProject Manager
Primary RoleOversees a specific department or function, managing ongoing operationsLeads temporary projects, focusing on achieving specific objectives within a timeline
CredentialsOften requires industry-specific certifications and managerial experienceTypically holds project management certifications like PMP or PRINCE2
Work EnvironmentWorks within a department, maintaining continuous functionsWorks across teams and departments on specific projects
Employer & Industry UsageCommon in corporate, manufacturing, and service industriesWidely used in IT, construction, and consulting sectors

In summary, a Functional Manager focuses on managing a specific department's ongoing operations, while a Project Manager leads temporary initiatives to achieve particular goals. Both roles require leadership skills but differ in scope, duration, and focus.

What does a functional manager do?

A functional manager oversees a specific department or business function within an organization, such as marketing, finance, or human resources. They are responsible for setting goals, managing staff, and ensuring that their department meets organizational objectives, often requiring leadership, communication, and industry-specific knowledge.

What are popular job titles related to Functional Manager jobs in Maryland?

For Functional Manager jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching Functional Manager jobs in Maryland look for?

The top searched job categories for Functional Manager jobs in Maryland are:

What cities in Maryland are hiring for Functional Manager jobs?

Cities in Maryland with the most Functional Manager job openings:

Functional Manager jobs near you
Infographic showing various Functional Manager job openings in Maryland as of September 2026, with employment types broken down into 96% Full Time, and 4% Contract. Highlights an 80% In-person, 12% Hybrid, and 8% Remote job distribution, with an average salary of $79,861 per year, or $38.4 per hour.

Service Desk Functional Manager

Rockville, MD • On-site

Resource Consultings Services Inc
Recruiting and Staffing Services • 51 - 200 employees
Learn more about Resource Consultings Services Incexternal

Contractor

Re-posted 5 days ago

Job description

Role: Service Desk/Contact Center Functional Manager

Location: Rockville, MD (Hybrid 2 days/week)

Duration: 6+ month with possible extension


Position Summary
The Service Desk Functional Manager is responsible for leading the day-to-day operations of a  high-volume enterprise service desk supporting a diverse user community across multiple  business-critical applications and services. This role oversees customer support operations,  including phone and email intake, ticket triage, issue resolution, escalation management,  customer communications, queue management, and operational performance monitoring. The Service Desk Functional Manager ensures the service desk consistently delivers exceptional  customer service while meeting contractual service levels, performance metrics, and operational  objectives. The position supports an environment processing more than 120,000 annual tickets  and contacts, maintains extended business-hour operations, supports designated weekend  coverage during peak periods, and manages operational readiness for recurring surge events. This individual serves as the primary operational leader for service desk staff, ensuring efficient  service delivery, knowledge management, workforce coordination, and continuous improvement  initiatives.

Key Responsibilities
• Lead daily service desk operations, including phone, email, and ticket-based support  channels.
• Manage Tier I and Tier II support teams responsible for incident, request, and case  management activities.
• Oversee ticket intake, prioritization, assignment, escalation, tracking, and resolution  processes.
• Monitor service desk queues, workloads, staffing levels, and operational performance  metrics.
• Ensure compliance with service level agreements (SLAs), operational procedures, and  quality standards.
• Develop, maintain, and enforce standard operating procedures (SOPs), escalation paths,  and support processes.
• Drive improvements in first-contact resolution, customer satisfaction, ticket aging  reduction, and repeat-contact prevention.
• Coordinate with application support teams, technical teams, and business stakeholders to  resolve complex issues.
• Lead workforce planning and surge readiness activities to support periods of increased  demand.
• Oversee knowledge management activities, including knowledge article creation,  maintenance, and utilization.
• Produce operational reports, dashboards, and performance analyses to support  management decision-making.
• Identify process improvement opportunities and implement service delivery  enhancements.

Required Qualifications
• Bachelor's degree in Information Technology, Business Administration, Healthcare  Administration, or a related field. Equivalent experience may be considered.
• Minimum 5–8 years of experience managing enterprise service desk, help desk, or  contact center operations.
• Demonstrated experience leading Tier I and Tier II support teams in a high-volume  customer support environment.
• Experience managing environments processing 120,000+ annual tickets, cases, or  customer contacts.
• Strong knowledge of incident management, service request management, escalation  procedures, and customer support best practices.
• Experience managing service desk operations utilizing ticketing platforms, call center  technologies, and workforce management tools.
• Proven experience with queue management, SLA monitoring, ticket aging management,  and operational reporting.
• Strong leadership, communication, coaching, and team development skills.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred Qualifications
• Experience supporting healthcare, health insurance, government, or highly regulated  industries.
• Experience supporting large-scale enrolment, customer service, or seasonal surge  operations.
• Familiarity with customer support environments serving external customers, business  partners, and stakeholders.
• Experience working with enterprise application support organizations.
• Knowledge of IT Service Management (ITSM) frameworks and service delivery best  practices.

Technical Skills
• ServiceNow Incident, Request, Case, and Knowledge Management
• Assignment Groups and Queue Management
• SLA Monitoring and Compliance Reporting
• Knowledge Base Administration (KBAs)
• Operational Metrics and Dashboard Reporting
• NICE CXone Contact Center Platform
• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Call Routing and Queue Monitoring
• Workforce Management and Scheduling
• Reporting and Analytics Platforms (including Tableau or similar tools)

Certifications
One or more of the following certifications are preferred:
• ITIL® 4 Foundation
• HDI Support Center Manager (HDI-SCM)
• HDI Support Center Team Lead (HDI-SCTL)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (preferred)
• Equivalent Service Management or Contact Center Certification

Knowledge, Skills, and Abilities
• Service Desk and Help Desk Operations Management
• Contact Center Operations
• Customer Service Excellence
• Workforce Planning and Surge Management
• Incident and Escalation Management
• Process Improvement and Continuous Service Improvement
• Performance Metrics and Operational Reporting
• Stakeholder Relationship Management
• Team Leadership and Staff Development
• Problem Solving and Decision Making

The ideal candidate is a hands-on operational leader with a strong background in enterprise  service desk and contact center management, capable of delivering high-quality customer  support services in a fast-paced, metrics-driven environment